Return, Cancellation & Refund Policy

1. Order Cancellation (Before Dispatch)

We offer a 7-day cancellation window starting from the date your order is placed.

You may request a full refund within this period, as long as the order has not yet been processed or dispatched from our warehouse or manufacturing facility.

Once the order has been processed and handed over to the international logistics carrier, it can no longer be cancelled under this section. In this case, the Right of Withdrawal (Section 2) will apply where applicable.

To request a cancellation, please contact us at:
xiamao666@outlook.com

2. Right of Withdrawal (EU 14-Day Cooling-Off Period)

If your order is delivered to a country within the European Union, you have the legal right to withdraw from your purchase within 14 days of receiving the goods, without providing any reason.

The withdrawal period expires 14 days after the day you (or a third party designated by you) physically receive the product.

To exercise this right, you must inform us clearly and in writing (via email) within the 14-day period.

Return Conditions

To be eligible for a return under the right of withdrawal, items must be:

• Unused and in original condition
• Fully assembled only if necessary for inspection
• With all original packaging, accessories, and documentation

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Return Shipping Costs (Large / Oversized Items)

Please note that our products (such as large pet structures, oversized equipment, or heavy items) require specialized freight transportation for returns.

Unless the return is due to our error (e.g., defective or incorrect item), the customer is responsible for return shipping costs.

Because of the size and weight of these products, return logistics may be significantly higher than standard shipping. Costs typically depend on:

• Item size and weight
• Pickup and delivery location
• Freight carrier selection

Customers are responsible for:

• Arranging return shipping
• Proper packaging for transport safety
• Customs documentation where applicable

We recommend contacting a freight provider for an accurate quotation before initiating a return.

Refund Processing

Once the returned item is received and inspected, we will process your refund.

Refunds will be issued only if:

• The item is returned in unused condition
• No damage or missing parts are found
• Original packaging is intact

If the returned item shows signs of use or damage, a partial refund may be issued based on the diminished value.

3. Quality Control Assurance

All products undergo a multi-stage quality inspection process before dispatch, including structural, functional, and packaging checks.

This process is designed to ensure that every item meets our internal quality standards prior to shipment.

4. Transit Damage & Delivery Issues

Although all items are securely packaged for international transport, damage may occasionally occur during shipping.

If your order arrives damaged, please follow these steps:

Immediate Action Required

• Inspect the package upon delivery
• Take clear photos and videos of:
  • External packaging
  • Shipping label
  • Any visible damage to the product

Reporting Timeframe

Please report any issues within 48 hours of delivery by contacting:
xiamao666@outlook.com

Resolution Process

After reviewing the evidence, we will:

• File a claim with the logistics provider where applicable
• Offer replacement parts, repair solutions, or other compensation options
• Provide a resolution without requiring return of oversized items in most cases
  
  

  
  5. Non-Returnable Items

  We cannot accept returns for:

  • Custom or made-to-order products
  • Used or assembled items (not due to defect)
  • Items without original packaging
    
  • Gift cards (if applicable)